Latest News  

Xerox Romania improves market share in an 80 million USD market - OT print issue

Xerox sees the document services and outsourced management markets growing in 2016, keeping with the upward trend of the economy, says Gabriel Pantelimon, general manager of Xerox Romania.

2016-06-17 11:03:59 - by Bogdan Tudorache

As major players vie for better market share, a price war takes down margins and raises customers' expectations. Last year the market was up 18 per cent in the number of professional (laser printing) units and two per cent in value, while Xerox' market share grew by about 15 per cent in value.

The laser equipment market reached an overall revenue of 80 million USD (according to 2015 IDC market data), and major players strive for the large customers' chunk. But Xerox does not neglect the mid and small cap segment.

"We are very present in retail, but our main business is B2B. Our main KPI is customers' satisfaction, measured in local surveys. We see Romania among the first countries in net promoters scores inside the DMO countries (Developing Markets Operations), meaning clients recommend us," Pantelimon says.

Xerox came to Romania in 1968 and it took the lead in the document management industry, and benefited from its brand awareness keeping its market leadership after the mid-1990s, when all other players came into the market.

"We took advantage of the power of our brand awareness for many years and we still do. The brand is also very powerful, on equipment, managed print services and paper industry sides. Now all large players are here."

Xerox is present in Romania through a couple of entities, including a technology division (including document management services) and outsourcing.

As clients want more and more personalized services, competition gets more abrupt.
While the economy is moving up, so is the document management business. As Xerox Romania offers services to the local customers, optimizing costs became paramount during the recent crisis when the market became very much price-sensitive. "We don't want to put an emphasis and differentiate just on price. We have our R&D and new technologies, and that adds value to services."
Xerox directly manages its large clients, and via its nationwide strategic partners network the company manages mid-end and small-end clients.

"One of the major KPIs that we have for 2016 is customer satisfaction. We set the bar pretty high," says Pantelimon, explaining that 95 per cent of their customers renew their contract, "which is a pretty large rate".

The technology operation has over 200 people located in the Pipera-based HQ and in other deposits and production centres in Bucharest.
"We speak about over 2,000 partners and resellers and a network of 30 strategic partners that cover the entire market nationwide. For us it is very important to serve the client on location in record time," says Pantelimon.

The business process outsourcing (BPO) division, a second Xerox local entity, has about 2,200 employees and is expanding fast in Iasi, Bacau, Bucharest and Oradea, working for global clients in areas such as customer care, health and telesales.

"Therefore, in Romania, the Xerox ecosystem forms an entity of over 3,000 people, BPO included. There are about 1,000 employees in technology (including the workforce of Xerox partners), and 2,200 employees in the services area… and the latter is growing rapidly."

As technology advances rapidly, Xerox and other industry players are ready to face more and more automated processes, security issues and be in trend with the Internet of Things (IoT) open front.
"Through our managed print services offerings, we generate not only a general savings ratio of about 30 per cent to our client, but also the new market trend is to customize everything to the client's needs. We adapt to each client, and this is our main added value."

As the crisis brought down services by as much as 65 per cent in 2009, the market came back up in 2010 and 2011, falling again at the fear of global market recession in 2012 only to retake ground in 2013 and ever since. But as major clients from areas such as banking and telecom see their profits dwindling, after the crisis every market segment joined a pricing war that pushes margins down hard each year, all in the clients' favour.

"We do not engage in a pricing war. We like to keep our services quality up, and customers' satisfaction reports reaffirms that."



0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Cushman & Wakefield Echinox: StreamWIDE joins the new IT hub created in the Timpuri Noi Square project

StreamWIDE, a company specialized in the software and telecommunications industry, realocates its office in Bucharest in the Timpuri Noi Square project, joining the new IT hub created in the business park devel

 Read Full article »
CBRE: Office deliveries expected to bring new stock of 635.00 sqm, Bucharest to reach 3.9 mln sqm modern office spaces

During 2020–2021 to approx. 635,000 sqm of modern office space are expected to be delivered on market, increasing the Bucharest modern stock at approx. 3.9 million sq m, a step closer to a new a threshold and

 Read Full article »
Uber opens at Bucharest the largest support center to drivers and business partners in CEE

Uber company launched this week in Bucharest the largest center in Central and Eastern Europe that offers assistance to drivers and business partners in Romania, a center where they can contact directly Uber re

 Read Full article »
Samsung and Orange Romania activated the 5G VR Live streaming at Untold Music Festival in Romania

Samsung Electronics and Orange Romania have successfully deployed a 5G New Radio (NR) network to demonstrate a series of 5G use cases at Untold Festival 2019, the largest annual dance music festival in Romania,

 Read Full article »
MVP Lab in Sibiu named as one of Europe's best in the "Ones to Watch" list at European Business Awards

Ropardo MVP Lab has been named as ‘One to Watch' in Europe in a list of business excellence published by the European Business Awards, one of world's largest and longest running business competitions.

 Read Full article »
Endava marks one year since IPO

Endava, one of the most important software companies, present on the local market with 7 delivery centers, reaches an almost double capitalization, 2.07 billion USD, on July 26, 2019, one year after listing. Th

 Read Full article »
Infosys opens cyber defence centre in Bucharest

Infosys, a global leader in next-generation digital services and consulting, announced the launch of its Cyber Defence Centre in Bucharest, Romania. The Defence Centre is an expansion of services delivered thro

 Read Full article »
QuEST Global completes integration of IT Six Global Services

QuEST Global, a global product engineering and lifecycle services company, has successfully completed the integration of IT Six Global Services SRL. QuEST Global acquired IT Six, a software engineering services

 Read Full article »
RE MAX Romania opens three more offices

RE/MAX Romania has expanded its network, adding three new offices – RE/MAX Partners in Cluj, RE/MAX Quality in Sibiu and RE/MAX Prestige in Targu Mures.

 Read Full article »
Microsoft and OpenAI form exclusive computing partnership to build new Azure AI supercomputing technologies

Microsoft Corp. and OpenAI have partnered to further extend Microsoft Azure's capabilities in large-scale AI systems, according to a release of Microsoft.

 Read Full article »
 
 
 
MOST READ ARTICLES
» The Outsourcing industry announces its...
» Meet the winners of ROMANIAN BUSINESS ...
» Genpact's COO: Staying ahead of the cu...
» Capgemini to open new office at Suceav...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Deloitte: Four in ten Romanian millenn...
» Elena Calin, CEO UP! Your Service Roma...
» The Diplomat-Bucharest launched Outsou...
» GRS has one of the fastest growths and
» TELUS International Europe: How fast-g...
 
EDITOR CHOICE
Workplace of the Future conference to take place on November 20th at Bucharest

The Diplomat-Bucharest together with Outsourcing Today organize the 3rd Edition of WORKPLACE OF THE FUTURE, on 20th of November 2019, in Bucharest, at Capital Plaza Hotel.

 Read Full article »
Strategic Talent Acquisition at People Empowering Business Forum on October 30 in Bucharest

Latest trends like demographic upheaval, globalization, digital technology, and changing social values and worker expectations, are disrupting business models and radically changing the workplace. These are req

 Read Full article »
Informal IT School and UiPath launch an educational program for RPA development to start in October

Informal IT School announced a partnership with UiPath to launch an RPA development educational program of five months, 100 hours of courses, five days a week. The program will run in Cluj-Napoca.

 Read Full article »
Impact Hub Bucharest joins 3house to manage three coworking spaces in the city

Impact Hub Bucharest, a coworking spaces manager and developer of accelerator programs and events merged with 3house, a new concept of workplace launched in 2018. By this, Impact Hub reaches 3 locations and 6.7

 Read Full article »
JLL: Total office space in Bucharest to reach 3 million sqm

The second quarter of 2019 reconfirmed the increased interest for the office market in Romania. Over 115,000 square meters of office space were leased over this period at the national level, a value similar wit

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events